Free Mercado has its own client mediator

The Free Mercado has its own client mediator

The Mercado Libre technology company is the first to have its own client mediator from October, according to an initiative launched in early July by the National Directorate Consumer Defense so that consumers have another example of resolving their claims quickly, efficiently and for free.

At Mercado Libre, we always try to offer the best possible experience to our users. We therefore believe that the Client Ombudsman can be an excellent measure of the National Directorate of Consumer Protection to handle complaints faster, easier and more efficiently. said Jacobo Cohen Imach, senior vice president of legal and public affairs at Mercado Libre.

The client mediator is appointed by the companies themselves on a voluntary basis. You must resolve complaints submitted by customers within 15 consecutive days in a simple and free way.

In the absence of agreement between the consumer and the supplier, the Mediator will issue an opinion which will be binding. The candidate for the client advocate must demonstrate the relevance and trajectory of the consumer's defense. Both its application and regulation of attention to claims previously drafted by companies must be validated by Consumer Protection.

Once the mechanism is put into operation, companies will be required to send quarterly reports to Consumer Defense regarding the amount and manner in which consumer complaints have been handled. In case of non-compliance, the Consumer Protection may revoke the issued approvals.

The creation of this figure of the Consumer Ombudsman was the result of the dialogue between consumer protection and companies providing services from different sectors, based on the badysis of claims statistics charged in consumo.gob.ar.

That a leading company such as Mercado Libre has joined so quickly and is starting to have its own customer mediator is a very good signal for consumers as well as for the rest of the suppliers. This shows the degree of commitment and attention that they have for users, said National Director of Consumer Defense, Fernando Blanco Muio.

The ombudsman figure has advantages for both parties. It's a modern tool that allows consumers to resolve their claims faster, online and for free. And companies add an instrument to solve problems and retain their customers, adds the manager.